Help Desk Representatives

Faster-than-average employment growth is expected for help desk representatives through 2033, according to the U.S. Department of Labor. Companies that upgrade their computer equipment and software will continue to need computer support specialists. Employment of support specialists in computer systems design and related firms is projected to grow by 22.6 percent from 2023 to 2033. Another especially strong growth area is software publishing, where employment is expected to increase by 13.4 percent during this time span. Applicants with a bachelor's degree and strong technical knowledge will have better job opportunities. Technology changes rapidly, so a flexibility of knowledge and a willingness to continually learn new things will be crucial attributes of a successful candidate. Those with prior customer service experience and certification will also have the edge over their competition.

The increasing use of cloud computing technologies and automated chatbots may reduce, or even eliminate, the need for help desk representatives who perform basic support tasks, but there will continue to be a need for those who provide higher-level services.

Customer support and user satisfaction are vital to the success of companies in the computer system design and related services industry. Help desk representatives are the linchpins of a successful company offering online services or computer products. Whether the economy is strong or weak, one thing that is constant is that businesses always need and demand assistance with computer issues.

Entry-level employees who excel can quickly climb to the more specialized positions of level two support specialists or to management. Those who are less inclined toward this type of work will quickly find other avenues. The average help desk representative will move on after about two years, leaving gaps to be filled by other promising candidates.